Home Depot rant

[jyro]

I've been looking for a reason to decide to shop at either home depot or lowes.
Today I had a broken husky 3/8's ratchet (home depot brand), it came in a set I got for my birthday. I was expecting a exchange or a credit on my home depot card.
I went to the return counter, told the lady the ratchet came from a set, she said I needed the whole set to return the ratchet although they sold the same ratchet individually.
She ask the plump lady in the tool department in the Mansfield store
to come to the returns dept. After a 20 min wait she told me the same thing, I could only return the whole set.

all my Christmas shopping will be done at Lowes.

[Nick Chapman]

Yeah, that does suck. I would of demanded a manager :D

[BIG BALLS MAGOO]

Yeah, that does suck. I would of demanded a manager :D

That and causing a scene, works every time i have ever done it :D

[jyro]

I think I've spent over 5k there this year. no more.

[supercharged5.0]

LOL! :rolleyes:

[Blue90LXSupercharged]

Lowes return policy FTW. On several home projects I had to return stuff, becuase I bought to much or the wrong thing. Some times with reciept and some times without. No problems!

[Sgt Beavis]

I was looking through the Lowes ads for the last few weeks and noticed something.

They don't have any Christmas decorations. No Christmas trees, no Christmas lights, no Christmas anything.

What I did find were Holiday Trees and Holiday decorations.

I was going to do some Christmas shopping at Lowes but they don't have any Christmas there. I'm not looking to do any Holiday shopping. I'm simply not celebrating Holiday, this year.

So I resolved to do my Christmas shopping at Home Depot, when applicable. But I'll be sure to go back to Lowes after the "Holidays"

[MrEd]

I think I've spent over 5k there this year. no more.
oh hell they are going to have to close the doors now!
i had home depot take a 4' level back. manager got involved i told him its not level any more, that fucked him up.
so i showed him how to tell if a level was bad,its was like a saturday night live skit.lmao

[propellerhead]

I bought a tree from Home Depot one weekend. I planted it then decided it wasn't the tree I want. The following weekend, I dug it out and took it back and got a different tree. No hassles.

[Cooter]

lol, you'll go to Lowes over a $15 ratchet?

Lowes sucks donkey dick and is set up for women. I can't STAND that place.

Hope Depot sucks, but everything sucks anymore, it's the FAR lesser of two evils IMO

[my dixie wrecked]

Jyro what husky ratchet is it? part number? I know its 3/8's for all you other idiots.

Jason

[jyro]

Jyro what husky ratchet is it? part number? I know its 3/8's for all you other idiots.
Jason

it's gone, I bought a zero turn Toro there also, they don't keep any parts for it. not blades, or anything.

[Chili]

I would have just returned with the whole set. :o

Hell, they have taken back mixed paint from me (which they clearly state they will not, gave it a shot anyway). Also returned a used drywall square with no issues. I have never had an issue with them.

[beefed88]

why wouldnt you just buy the individual then return the broken one?? or just threaten to do that then they should give you a refund has worked for me with other stuff....

[Mustangman_2000]

I stopped going to Home Depot a while back. Lowe's is a better store in all aspects.

[1fst4II]

I might get some flames here for this but here goes:

I am a GSM for Home Depot and yes whether it's our company or the blue box, you are going to have instances where someone does not understand what true customer service is about. On behalf of the plump lady and the other returns person I apologize. I do not expect for you or any one on here to agree with my statements or accept them. I do however know that there are more associates dedicated to taking care of customers than not. The bad thing is that the few bad ones that manage to remain employed give the entire company a bad reputation. I do not know the GSM for the Mansfield store but rest assured if I did I would be the first one to send him this link.

If any one here is ever in Cedar Hill and needs to shop at Home Depot please feel free to stop in and say hello. I will ensure that you get the type of cst service you deserve.

Any and all comments are welcomed.

[jyro]

after my encounter with the broken ratchet deal, I sent a e-mail to home depot and explained what happened, within 24 hours I had a 30$ gift card in my hand from Home Depot, I'm a happy camper now. I may even root for Tony Stewart one or two races next year.

I'll look you up at the cedar hill store, who do I ask for?

[Cooter]

glad to hear they took care of you and glad you won't be subjecting yourself to Home Depot for Her (Lowes)

[1fst4II]

after my encounter with the broken ratchet deal, I sent a e-mail to home depot and explained what happened, within 24 hours I had a 30$ gift card in my hand from Home Depot, I'm a happy camper now. I may even root for Tony Stewart one or two races next year.

I'll look you up at the cedar hill store, who do I ask for?


John Wade or just ask for the store manager
Glad things worked out for you after all

[jims93lx]

John Wade or just ask for the store manager
Glad things worked out for you after all


What happened to Shane??? Is he at Bronco Bowl now??

[A_A_G]

Hmmm I guess it depends on what store you visit. The one I work at will take back ANYTHING literally. Items from other retail stores that we dont even carry, mixed paint (this pisses me off since it clearly says on the can "not returnable" but the manager doesn't care), used products :confused:.

[Slowhand]

wait. so you're pissed off because they wouldn't return one item out of a set?

you're a fucking idiot. they take a $15 hit if they just exchange that one for a new one, becuase corporate isn't going to reimburse them because the receipt shows $100 in tools or whatever, so they can't just return the one piece. than can give you a whole new set because they're not just giving $15 in tools away.

it's a bad business decision to exchange one item out of a package. Jesus christ, return the whole fucking toolset.

[Big Studly]

wait. so you're pissed off because they wouldn't return one item out of a set?

you're a fucking idiot. they take a $15 hit if they just exchange that one for a new one, becuase corporate isn't going to reimburse them because the receipt shows $100 in tools or whatever, so they can't just return the one piece. than can give you a whole new set because they're not just giving $15 in tools away.

it's a bad business decision to exchange one item out of a package. Jesus christ, return the whole fucking toolset.

apparently you are a fucking tool set as well

[Slowhand]

apparently you are a fucking tool set as well

how? it doesn't make sense to return something that the store is getting fucked on. people expect too much from retail places these days. they're there to make money, not for charity. what's the problem with returning the whole set? you get a whole new set and the store isn't fucked :confused:

[kangol]

...trying to return a Husky product was some sort of a joke.

[Juiceweezl]

how? it doesn't make sense to return something that the store is getting fucked on. people expect too much from retail places these days. they're there to make money, not for charity. what's the problem with returning the whole set? you get a whole new set and the store isn't fucked :confused:
Apparently you missed the part where he said the SAME ratchet was sold individually. Why should he return the whole set when the one part is available separately? Stop being a, errr, ummm, TOOL!!!

Oh, and to the original poster, you can't be serious that you expected to buy a zero turning radius Toro mower AND for the HD to stock parts for it too?

[ceyko]

wait. so you're pissed off because they wouldn't return one item out of a set?

you're a fucking idiot. they take a $15 hit if they just exchange that one for a new one, becuase corporate isn't going to reimburse them because the receipt shows $100 in tools or whatever, so they can't just return the one piece. than can give you a whole new set because they're not just giving $15 in tools away.

it's a bad business decision to exchange one item out of a package. Jesus christ, return the whole fucking toolset.

I hear your point...but Sears would and blah blah on the Husky / Kobalt brands indicate the samething. I would've expected the Husky ratchet to be exchanged....it says lifetime warranty and yes...I asked to make sure it was "like Sears" at my local HD in Wylie.

The first thing I do with a toolset is break it apart and organize it to my needs. I'd never be able to find all the parts so I could return it just for the ratchet.

[jims93lx]

Just go back to the store and ask for the Manager on Duty, tell them that you need to exhange it, you don't have your reciept and go from there. Don't ever let an associate tell you NO and take that as the final answer. Anytime you're not satisfied with the answer that a cashier or associate gives you, ask for the manager...but be civil about it

[10sec302]

Apparently you missed the part where he said the SAME ratchet was sold individually. Why should he return the whole set when the one part is available separately? Stop being a, errr, ummm, TOOL!!!

Oh, and to the original poster, you can't be serious that you expected to buy a zero turning radius Toro mower AND for the HD to stock parts for it too?


I work part-time at Home Depot myself and just like SOHC said, why in the world would Home Depot give him a brand new seperate ratchet for one that was broken ? Home Depot takes a hit by selling the whole set, which makes sense. If you had to buy every individual piece you'd spend a fortune, correct ? Lets say he spent $50 on the set and the individual 3/8s drive ratchet cost $15. He goes and gets a brand new ratchet but basically bought all the other pieces for $35 ???

SEARS does that because of how big SEARS is, and how big of a name Craftsman is. Now before too long Husky will probably do the same, but Husky doesnt make near what Craftsman does right now.

And for the original poster......just like stated, Home Depot doesnt sell Toro mowers only, so why would they have all the parts also ? Go online where Toro sells mowers and try to buy a 2X4 while you're at it.

[ceyko]

Because if I recall right it says lifetime warranty on the packaging. Why would I return a whole damned set when just the ratchet broke? How many people keep the whole set together?

Not my fault that packaging says some bs about lifetime warranty and HD has not worked out something to make sure they don't lose money on the deal.

I've had some bad times at HD, to include having to walk around the damned store for part/stock numbers on about 1200 dollars of different lumber. I was a Husky advocate, but apparently it might as well be any other crap tool set name if they won't just replace what's broken.

Take care,

[10sec302]

apparently you are a fucking tool set as well


What is with you and always having some smartass remark for something someone says. You remind me a lot of Talisman. You rarely ever have anything intelligent or logical to say, but yet 90% of your posts are cutdowns or bashing someone. Anyone can have a high post count doing that, but unless you have something to comment on about the subject at hand, why try to gain a post count by bashing someone??

:confused:

[jims93lx]

Once again, its called customer service. I bought a Toro mower from HD this spring. After a month of use, maybe 5 times, it wouldn't start...at all. I took it back, without a receipt, went to the manager and he gave me a BRAND SPANKIN NEW mower, no questions asked. I shop in the store alot and it was that easy. To me, losing a customer over a "$15" ratchet is stupid. And you're response is stupid as well. I worked at Depot too, and when I needed to take care of a customer, I went to whatever length was necessary to do it. I did my best to treat every customer like I would want my grandparents treated, with respect and professionalism. That is why HD is going downhill, because the people that work there all think that they personally are getting "RIPPED OFF" when someone returns broken shit. You know what, the company that manufactures HUSKY tools for Depot will buy that broken shit back. Since you work part time at Depot, go ask your RTV clerk how much perfectly good shit they throw away every day, just because the package got opened...

[10sec302]

Because if I recall right it says lifetime warranty on the packaging. Why would I return a whole damned set when just the ratchet broke? How many people keep the whole set together?

Not my fault that packaging says some bs about lifetime warranty and HD has not worked out something to make sure they don't lose money on the deal.

I've had some bad times at HD, to include having to walk around the damned store for part/stock numbers on about 1200 dollars of different lumber. I was a Husky advocate, but apparently it might as well be any other crap tool set name if they won't just replace what's broken.

Take care,


Ok, and on the box did it say "Lifetime warranty on each individual part" ????
People who keep the set together are called "Organized"

You'd be shocked at how much money H.Depot loses on satisfying customers. Ive seen managers agree to things and let customers take things back that I NEVER would, but I guess that's them, and I'm me. We had a guy bring a DeWalt grinder in the other day that looked about 5 yrs old. It was scratched to hell, dirty, and the cord on it had electrical tape on it. He complained that the bearings on the inside were gone/broken. They let him exchange it for a brand new one ($100 value) without a receipt/box or anything. Do I believe it was old, yes I do, do I believe he possibly bought it at a pawn shop for $15, probably....but our manager was nice enough to say, "Sure, just got get you another one." Whats sad about a lot (Not all) of customers, is they want something for nothing.

If the guy bought the set, and couldnt keep up with it, is it H.Depots fault ?
Im sure if he would have went in there and kept a calm manner the "whole" time, he probably would have gotten another ratchet, but Im sure as soon as the 1st person told him no, he blew up (Like 95% of customers do when they're told no)

[10sec302]

Once again, its called customer service. I bought a Toro mower from HD this spring. After a month of use, maybe 5 times, it wouldn't start...at all. I took it back, without a receipt, went to the manager and he gave me a BRAND SPANKIN NEW mower, no questions asked. I shop in the store alot and it was that easy. To me, losing a customer over a "$15" ratchet is stupid. And you're response is stupid as well. I worked at Depot too, and when I needed to take care of a customer, I went to whatever length was necessary to do it. I did my best to treat every customer like I would want my grandparents treated, with respect and professionalism. That is why HD is going downhill, because the people that work there all think that they personally are getting "RIPPED OFF" when someone returns broken shit. You know what, the company that manufactures HUSKY tools for Depot will buy that broken shit back. Since you work part time at Depot, go ask your RTV clerk how much perfectly good shit they throw away every day, just because the package got opened...


I can assure you, H.Depot is not going to lose this guy over a $15 ratchet. We have customers come in all the time and complain and say they'll never shop here again. Guess what, we see them walking around 2 days later. A lot of the time, its the customers attitude that decides whether or not the product they bought is returned. And the RTV clerks dont "throw perfectly good sh_t away" It either gets marked down to be sold, or returned to the vendor.

And Home Depot is going downhill? lol, you might want to read up. Home Depot opens a new store almost every 24 hrs. I'd call that progress.

[jims93lx]

Ok, and on the box did it say "Lifetime warranty on each individual part" ????
People who keep the set together are called "Organized"

You'd be shocked at how much money H.Depot loses on satisfying customers. Ive seen managers agree to things and let customers take things back that I NEVER would, but I guess that's them, and I'm me. We had a guy bring a DeWalt grinder in the other day that looked about 5 yrs old. It was scratched to hell, dirty, and the cord on it had electrical tape on it. He complained that the bearings on the inside were gone/broken. They let him exchange it for a brand new one ($100 value) without a receipt/box or anything. Do I believe it was old, yes I do, do I believe he possibly bought it at a pawn shop for $15, probably....but our manager was nice enough to say, "Sure, just got get you another one." Whats sad about a lot (Not all) of customers, is they want something for nothing.

If the guy bought the set, and couldnt keep up with it, is it H.Depots fault ?
Im sure if he would have went in there and kept a calm manner the "whole" time, he probably would have gotten another ratchet, but Im sure as soon as the 1st person told him no, he blew up (Like 95% of customers do when they're told no)

Once again, you are MISSING THE POINT OF CUSTOMER SERVICE!! what do you care if he gets a new ratchet? That is why that manager is a manager, because they normally understand what customer service means. Its a RATCHET and now you have a guy on here ragging HOME DEPOT for shitty service. Bernie and Arthur had it right when they first started HD. Take care of the customers. You can't treat every single customer like a fucking thief, even though a lot of HD associates do...

[jims93lx]

I can assure you, H.Depot is not going to lose this guy over a $15 ratchet. We have customers come in all the time and complain and say they'll never shop here again. Guess what, we see them walking around 2 days later. A lot of the time, its the customers attitude that decides whether or not the product they bought is returned. And the RTV clerks dont "throw perfectly good sh_t away" It either gets marked down to be sold, or returned to the vendor.

And Home Depot is going downhill? lol, you might want to read up. Home Depot opens a new store almost every 24 hrs. I'd call that progress.

Marked down to be sold? I used to be an RTV clerk. You don't know how much shit that we tossed just because...Yeah, it got marked down and taken out of inventory, but alot of it was just an open package or a missing part that a vendor wouldn't give credit on. I was also a vendor, and there was a lot of shit that I would not give credit on, because it wasn't a defective product, but damaged by the brainless ass hats that worked in the stores.

CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! TAKE CARE OF THE CUSTOMERS....THEY ARE THE ONES THAT PAY YOUR CHECKS.

BTW, HD closed 6 stores last month...

[10sec302]

Marked down to be sold? I used to be an RTV clerk. You don't know how much shit that we tossed just because...Yeah, it got marked down and taken out of inventory, but alot of it was just an open package or a missing part that a vendor wouldn't give credit on. I was also a vendor, and there was a lot of shit that I would not give credit on, because it wasn't a defective product, but damaged by the brainless ass hats that worked in the stores.

CUSTOMER SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! TAKE CARE OF THE CUSTOMERS....THEY ARE THE ONES THAT PAY YOUR CHECKS.

BTW, HD closed 6 stores last month...


Yes, customer service is taking care of the customer, its not (We get screwed every time you're not satisfied) You can come into the H.Depot I work at and you'll see buggies with tool kits in them missing parts or cordless power tools missing batteries. Customer service is to satisfy the customer (To an extent!) not to give them something for nothing.

If H.Depot closed 6 stores, it was most likely due to the location, not because of bad service. Even if they closed 6 stores, that still left 24-25 to be opened.

[jims93lx]

Yes, customer service is taking care of the customer, its not (We get screwed every time you're not satisfied) You can come into the H.Depot I work at and you'll see buggies with tool kits in them missing parts or cordless power tools missing batteries. Customer service is to satisfy the customer (To an extent!) not to give them something for nothing.

If H.Depot closed 6 stores, it was most likely due to the location, not because of bad service. Even if they closed 6 stores, that still left 24-25 to be opened.

I still don't see how, when the ratchet is sold separately, that you wouldn't take care of the customer and give him a new ratchet. That makes no sense at all.

Which store do you work at?

[ceyko]

Ok, and on the box did it say "Lifetime warranty on each individual part" ????
People who keep the set together are called "Organized"


Wow.

People who take sets apart, might be organized by putting them in their toolbox. I may recognize a good deal on a set of tools, but prefer to store them in my own maner. I may not wish to keep a pos plastic organizer.

You read package man. If it says Lifetime Warranty on the package.....

Wow. You're right, Husky tools should not be put in the same category as Snap-on and/or Craftsman. Obviously, HD/Husky are crap in comparison. It makes sense to pay 10% more or so for a real warranty and customer service.

[jims93lx]

And once again, LIFETIME WARRANTY means LIFETIME WARRANTY, so the HD store gets credit on the busted ratchet anyway...WTF!!!

[10sec302]

Wow.

People who take sets apart, might be organized by putting them in their toolbox. I may recognize a good deal on a set of tools, but prefer to store them in my own maner. I may not wish to keep a pos plastic organizer.

You read package man. If it says Lifetime Warranty on the package.....

Wow. You're right, Husky tools should not be put in the same category as Snap-on and/or Craftsman. Obviously, HD/Husky are crap in comparison. It makes sense to pay 10% more or so for a real warranty and customer service.



If Snap-On, Craftsman, etc....only cost 10% more, Husky would have been out of business a long time ago. Bottom line, he bought it "AS A SET!!" so if something in the set is broken, RETURN THE SET!!!

And the originla poster said he was looking for a reason to shop at either Lowes or H.Depot..... :confused: :confused: :confused:

Is there a rule or a law that says you cant shop at both ? :rolleyes:

[ceyko]

If Snap-On, Craftsman, etc....only cost 10% more, Husky would have been out of business a long time ago. Bottom line, he bought it "AS A SET!!" so if something in the set is broken, RETURN THE SET!!!

And the originla poster said he was looking for a reason to shop at either Lowes or H.Depot..... :confused: :confused: :confused:

Is there a rule or a law that says you cant shop at both ? :rolleyes:

Concur, if you buy new w/o any sales...etc. But at Canton the name brand tools can be had for much cheaper. Tools on sale can be had for a good price...etc. This is not really comparing apples to apples though...

Another reason I'm so surprised about this, is that I specifically asked a person at the HD in Wylie about 8 months ago if it was like Sears/Craftsmans. They said yes. Granted, we did not get into details of having to return a whole set as opposed to a busted part in a set. I thought it was common sense that you'd return the busted part - like Sears/Craftsman.

Curious, I've done a small amount of looking - is there anything that outlines the return policy on tools w/ lifetime warranties?

[marc225]

That and causing a scene, works every time i have ever done it :D

I definately agree with the causing a scene route. I bought my father in law a very expensive self propelled elcetric start push mower and he didn't put oil in it and blew it up. Some tough guy manager said that it was not the stores problem even though it was bought 1 week before (which was probably right). I told him if he didn't give me an exchange I would kicking shit over. He gave me an exchange. I guess I was wrong but shit man 700 bucks on mower and you would be too.

[Slowhand]

Apparently you missed the part where he said the SAME ratchet was sold individually. Why should he return the whole set when the one part is available separately? Stop being a, errr, ummm, TOOL!!!


It doesn't matter! The SKUs are different, they're physically different products. Have you no idea how the retail world works?

Reasons I'm glad I'm out of retail, for now. People completely ignore that things are done the way the are for a reason, and only give a shit about their own needs and what they think is right, which is rarely the case.

[kangol]

I definately agree with the causing a scene route. I bought my father in law a very expensive self propelled elcetric start push mower and he didn't put oil in it and blew it up. Some tough guy manager said that it was not the stores problem even though it was bought 1 week before (which was probably right). I told him if he didn't give me an exchange I would kicking shit over. He gave me an exchange. I guess I was wrong but shit man 700 bucks on mower and you would be too.

Not me, but I would have put oil in it.

If I was slow on the uptake and did not to know how to operate a lawnmower, well one thing is for damn sure, I would not resort to extortion or exaction.

[10sec302]

I definately agree with the causing a scene route. I bought my father in law a very expensive self propelled elcetric start push mower and he didn't put oil in it and blew it up. Some tough guy manager said that it was not the stores problem even though it was bought 1 week before (which was probably right). I told him if he didn't give me an exchange I would kicking shit over. He gave me an exchange. I guess I was wrong but shit man 700 bucks on mower and you would be too.



First things first. We learn expensive lessons in life, and common sense should have told your Father-N-Law to check or even put oil in the mower. He doesnt put oil in it and you're mad ?? If you ran a mower sales business and some guy brought a mower in with the motor blown up and he said, "Hell, I forgot to put oil in it and it blew up, but I want my $700 back" you're telling me you wouldnt be pissed ? Then the guy starts threatening to kick sh_t over if you didnt give him his money back?

I would have told the guy, "Sir, its not the store nor my fault that your Father forgot to put oil in the mower, so we're not responsible for an exchange..........Do what? You're going to start kicking things over if I dont give a refund? Thats fine, you do that, and we'll notify the police department and we'll press charges for the damage you've caused, so in the end you'll be a lot worse off than the $700 you lost. Enjoy your day. :)

[jims93lx]

Yes, I understand that it is not the stores fault that someone didn't put oil in it, but the original argument, was that a ratchet, which costs less than $30 was defective, and he wanted to get a replacement, even though it was part of a set. My common sense tells me to go to the hardware dept, get the same ratchet off the shelf, and scan it as a return, scan it again as a sale and put a green sticker on it as defective and send it to RTVs, and according to jyro, HD corp agreed, because they sent him a $30 gift card...

[10sec302]

Yes, I understand that it is not the stores fault that someone didn't put oil in it, but the original argument, was that a ratchet, which costs less than $30 was defective, and he wanted to get a replacement, even though it was part of a set. My common sense tells me to go to the hardware dept, get the same ratchet off the shelf, and scan it as a return, scan it again as a sale and put a green sticker on it as defective and send it to RTVs, and according to jyro, HD corp agreed, because they sent him a $30 gift card...



So if he got a $30 gift card, whats the complaint ?

What Im saying is, he could have picked up the ratchet at a Pawn Shop for $2, brought it to home depot and swaped it out for a brand new $15 ratchet. H.Depot is already taking a loss by selling the tools as a set vs. what they could make off of each individual piece in the set, so if he's already getting a bargain, why complain because they wont swap him out 1 particular tool in it ?

Husky was nice enough to put a warrany on it. Most of your higher name brand tools have warranties, but a lot of no-name brands dont have anything. H.Depot gives the guy a $30 gift card and he's still upset ... :confused:

[jims93lx]

Like I said earlier, you can't think of every single customer as being a thief. And he's not upset, as far as I know. I asked him and he said that it was resolved.

If you're attitude toward customer service is indicative of every associate at Home Depot, then that's the reason why your stock price is still in the $30 range, as compared to $50-60 ten years ago and splitting on regular basis...

As to your point about one piece, without that one piece, then the whole set is useless anyway. Its a point that you can't change my mind over, because it is about taking care of your customers. If this person has a history of questionable returns, that might be different, but this is a $15 dollar tool that one of your stores upset a customer about, and instead of just fixing the problem and taking care of the customer, a $9 an hour cashier took it upon his or herself to alienate another human being instead of being understanding of the situation and taking an extra step to fix it. And, if the item was warrantied, and the same piece was on the shelf under a different sku, then all you have to do is return it, and reprocess the sale, get credit on the warrantied item from the manufacturer and its done, no harm, no foul.

Instead, YOUR customer aired his complaint on here, in front of other possible and existing CUSTOMERS of the problems that he had with YOUR organization, and put a bad taste in other people's mouth as well as in his.

Take a step back and look at logicality of the situation and you'll see that I am right..

[jyro]

after my encounter with the broken ratchet deal, I sent a e-mail to home depot and explained what happened, within 24 hours I had a 30$ gift card in my hand from Home Depot, I'm a happy camper now. I may even root for Tony Stewart one or two races next year.


I don't blame ya for not reading the whole dang thread, I posted this 2 pages back

[ceyko]

jyro, does that mean that they should replace just the ratchet then? Or is the whole set required?

[10sec302]

Like I said earlier, you can't think of every single customer as being a thief. And he's not upset, as far as I know. I asked him and he said that it was resolved.

If you're attitude toward customer service is indicative of every associate at Home Depot, then that's the reason why your stock price is still in the $30 range, as compared to $50-60 ten years ago and splitting on regular basis...

As to your point about one piece, without that one piece, then the whole set is useless anyway. Its a point that you can't change my mind over, because it is about taking care of your customers. If this person has a history of questionable returns, that might be different, but this is a $15 dollar tool that one of your stores upset a customer about, and instead of just fixing the problem and taking care of the customer, a $9 an hour cashier took it upon his or herself to alienate another human being instead of being understanding of the situation and taking an extra step to fix it. And, if the item was warrantied, and the same piece was on the shelf under a different sku, then all you have to do is return it, and reprocess the sale, get credit on the warrantied item from the manufacturer and its done, no harm, no foul.

Instead, YOUR customer aired his complaint on here, in front of other possible and existing CUSTOMERS of the problems that he had with YOUR organization, and put a bad taste in other people's mouth as well as in his.

Take a step back and look at logicality of the situation and you'll see that I am right..


I understand what you're saying and Im not saying that the guy was 100% wrong, but Jyro could have a bad reputation w/Home Depot, I mean look at his screen name, lol. Also he was complaining about buying a Toro mower and them not selling parts for it, so theres probably a 95% chance that hes one of those guys who comes into the store in a bad mood, wanting something for nothing.

Now, I could be wrong (Wont be the first or last time) but if I was the manager, I probably would have let him swap it out, but you're hearing just HIS side of the story. Just like if you read his original post. He said he got the set as a gift for his birthday, but turned around and wanted it credited back on his home depot card, so he either bought it himself, or he got it as a gift. Its possible that his wife bought it for him as a gift, but she used his card to buy him something :confused: He could have went in there complaining and cussing, which will turn the manager on you in a second.

Yes, its about taking care of the customer, but at the same time, it doesnt mean that you constantly give in to customers because thats how people get ran over. 95% of H.Depot store managers Ive known would let it go, but Id be willing to bet there is more to the story here than what was said. Just how I "feel"

[Juiceweezl]

It doesn't matter! The SKUs are different, they're physically different products. Have you no idea how the retail world works?

Reasons I'm glad I'm out of retail, for now. People completely ignore that things are done the way the are for a reason, and only give a shit about their own needs and what they think is right, which is rarely the case.
I do understand retail quite well. In fact, I spent a significant amount of time as a vendor calling on Home Depot (and Lowe's), and my company still does business with them today. It's easy to adjust the inventory to reflect changes from returns, etc. As for costing the store money, it's dependent on what the contracts are with the vendors. In this case, I believe Home Depot owns Husky, so of course they're going to take a hit because they have to replace a faulty product. You guys are the idiots if you think they lose more money by just replacing the ratchet instead of the whole set.

If he brings the entire set in, they give him a brand new set. The "used" set is destroyed. Either the vendor has to eat/replace it or, as may be the case with Husky, Depot would have to eat it. If instead they swap the ratchet out, all they have to do is adjust inventory (the computer should do that as it's scanned as a warranty replacement) and then the vendor is on the hook to issue credit or send in a new part to go back into inventory. If Depot has to eat the cost, they toss the ratchet and write it off. In that case, getting rid of one ratchet is a lot less than an ENTIRE SET. As for the SKU's being different, it doesn't matter. People return stuff all the time because it's defective or they decide they don't want it. They swap it for something else, and the defective product goes to the cage for the vendor or to the trash. They're ENITRELY different SKU's, but the exchange is made.

You're the reason I'm glad I'm out of retail now -- I got tired of dealing with people like you.

[jims93lx]

I do understand retail quite well. In fact, I spent a significant amount of time as a vendor calling on Home Depot (and Lowe's), and my company still does business with them today. It's easy to adjust the inventory to reflect changes from returns, etc. As for costing the store money, it's dependent on what the contracts are with the vendors. In this case, I believe Home Depot owns Husky, so of course they're going to take a hit because they have to replace a faulty product. You guys are the idiots if you think they lose more money by just replacing the ratchet instead of the whole set.

If he brings the entire set in, they give him a brand new set. The "used" set is destroyed. Either the vendor has to eat/replace it or, as may be the case with Husky, Depot would have to eat it. If instead they swap the ratchet out, all they have to do is adjust inventory (the computer should do that as it's scanned as a warranty replacement) and then the vendor is on the hook to issue credit or send in a new part to go back into inventory. If Depot has to eat the cost, they toss the ratchet and write it off. In that case, getting rid of one ratchet is a lot less than an ENTIRE SET. As for the SKU's being different, it doesn't matter. People return stuff all the time because it's defective or they decide they don't want it. They swap it for something else, and the defective product goes to the cage for the vendor or to the trash. They're ENITRELY different SKU's, but the exchange is made.

You're the reason I'm glad I'm out of retail now -- I got tired of dealing with people like you.
Exactly, Its good not to deal with the business end of Depot as a vendor anymore, aint it? Who'd you work for? I was the Pavestone Guy...

[jyro]

I understand what you're saying and Im not saying that the guy was 100% wrong, but Jyro could have a bad reputation w/Home Depot, I mean look at his screen name, lol.

What's wrong with my screen name, it's the name of my car, my son Chris's business, and the name of my dead dog.

mower and them not selling parts for it, so theres probably a 95% chance that hes one of those guys who comes into the store in a bad mood, wanting something for nothing.

I bought a 2500 dollar mower, they don't keep a belt or blades for it?
I was wanting to buy stuff , not get it free.

Now, I could be wrong (Wont be the first or last time) but if I was the manager, I probably would have let him swap it out, but you're hearing just HIS side of the story. Just like if you read his original post. He said he got the set as a gift for his birthday, but turned around and wanted it credited back on his home depot card, so he either bought it himself, or he got it as a gift. Its possible that his wife bought it for him as a gift, but she used his card to buy him something :confused: He could have went in there complaining and cussing, which will turn the manager on you in a second.

When you don't have a receipt it's common practice to put the amount on a gift card so you have to spend it in the store, that's all I wanted, the ratchet was crap, I didn't want another, all I wanted was credit for the return added to a gift card I already had.

Yes, its about taking care of the customer, but at the same time, it doesnt mean that you constantly give in to customers because thats how people get ran over. 95% of H.Depot store managers Ive known would let it go, but Id be willing to bet there is more to the story here than what was said. Just how I "feel"

There wasn't any more to the story than what I told. I told the lady to throw the ratchet away and she did, but the discount tire ad came to mind, I turned and left, no cussing loudness or anything like that. I wasn't grumpy, mad and they don't know me from jack. I had just taken a peach tree back to Lowes that died this summer and they gave me cash with no reciept so I expected atleast the same at home depot.

[Slowhand]

I definately agree with the causing a scene route. I bought my father in law a very expensive self propelled elcetric start push mower and he didn't put oil in it and blew it up. Some tough guy manager said that it was not the stores problem even though it was bought 1 week before (which was probably right). I told him if he didn't give me an exchange I would kicking shit over. He gave me an exchange. I guess I was wrong but shit man 700 bucks on mower and you would be too.

lmao at your dad not putting oil in the fucking mower being the store's fault! i'm litteraly laughing my fucking ass off at how ludicrously retarded that is.

[jyro]

lmao at your dad not putting oil in the fucking mower being the store's fault! i'm litteraly laughing my fucking ass off at how ludicrously retarded that is.

or at least a huge tag on the gas cap that said it didn't have oil in it.
All the mowers at sears are ready to mow, just ad gas.

[HobieF3]

No junior, you're a fucking idiot. IMO people like you are the reason customer service is shit today. That attitude seems like part of the reason everything is made in China, the quality isn't worth a fuck, and consumers feel like big corporations are just out to issue a screwing in the name of corporate greed.

Break anything with a warranty from most tool suppliers, out of a set, bought individually, it doesn't matter, they exchange it. If someone else isn't willing to do the same, why shop with them? That bean counter mentality where you don't see the bigger picture worries me. This is a guy that said he spent 5K there this year, they are willing to lose 5K worth of business because they don't stand behind a ratchet they sell???

I went through something similar with a company I spend 10-12K with each year for my business. Their lack of customer service drove me to seek out a competitor. Hell, I sent a letter to one of their higher ups and never heard back from them. I should probably thank them for their ineptitude. Going with another company has saved me roughly 13-15% LOL.

wait. so you're pissed off because they wouldn't return one item out of a set?

you're a fucking idiot. they take a $15 hit if they just exchange that one for a new one, becuase corporate isn't going to reimburse them because the receipt shows $100 in tools or whatever, so they can't just return the one piece. than can give you a whole new set because they're not just giving $15 in tools away.

it's a bad business decision to exchange one item out of a package. Jesus christ, return the whole fucking toolset.

[jyro]

jyro, does that mean that they should replace just the ratchet then? Or is the whole set required?

They should have warranted it. next time, I won't be as truthful. I'll go see if they sell the ratchet individually and then say I bought it as a ratchet alone, wouldn't have had a problem then.

[jyro]

And for the original poster......just like stated, Home Depot doesnt sell Toro mowers only, so why would they have all the parts also ? Go online where Toro sells mowers and try to buy a 2X4 while you're at it.

all I expected was blades and a belt, HD keeps blades and belts for all the other mowers they sell, just not for the most expensive mower they sell.

[10sec302]

all I expected was blades and a belt, HD keeps blades and belts for all the other mowers they sell, just not for the most expensive mower they sell.



Ummm, Toro isnt the most expensive mower H.Depot sells.

We have about 15 Cub Cadets (Not even Zero turning mowers) in front of our store right now for about $3200

[jyro]

Ummm, Toro isnt the most expensive mower H.Depot sells.
We have about 15 Cub Cadets (Not even Zero turning mowers) in front of our store right now for about $3200

but not the Toros, you have no idea when I bought it or what they had back then.
I don't care what they have, just what they don't.